Sony India — Sony xperia z mobile repair

Address:	Bangalore, Karnataka, 560035
Website:	www.sony.co.in

Hi,

I am compelled to write this complaint following my experience with "vigneshwar services" to fix my sony experia z phone. My phone had a battery problem and a broken back panel which needed replacement.

To start with, behavior of service center executive was utter disrespecting and unprofessional. I took the token, waited for my turn to explain my problem. But when i asked to explain me the charges to be incurred (They quoted 4k-5-k), i was asked to wait aside since "other customers were waiting". When asked for reason, the representative replied "you are taking too much time to understand expenses".

Anyhow i handed over my phone and waited for 3 long weeks for any response. Following no information i called them and figured that no one was bothered about the phone till now. I followed up for atleast 10 times, called repeatedly 10-12 time a day pleading to get the phone back but all went in vain. Post 3 days i got a message that phone has reached back to service center and they will bring my phone mid-way between my place and service center. On receiving phone, the lock button was not responding and delivery person was adamant to take money from me. I showed him the problem and he was tried convincing that lock button will respond post 5-6 attempts. I couldn't help but felt amused on his suggestion. I sent back the phone to get it fixed.

Two weeks more went by and still no news about the phone. Losing patience i started following up on the phone and always got a response "what can we do, head office is not responding". I was kept on hold for apprx 20-25 min just to be told "manager is attending another customer and will call in 5 min". I never received any call for any information on my phone and shear ignorance from service center. I have had worse experience and still no news about my phone. I also requested to return my phone in whichever condition it is, but for this as well they have asked for a week and only when they will have atleast 20 phones, they will fetch it from head office (Both head office and service center are few kilometres apart).

I fail to understand if there is any sla to fix an issue and is there any ground responsibility for service center to respond to customer. Not to mention the amount charged for repair is still hefty and yet it is always the customer who ends up feeling frustrated.